Sergio Larrain Email & Phone Number

Redmond, WA, US

Seattle, Washington, United States

Leading Technical Customer Success Management, for top 600 DocuSign customers Worldwide with focus on:- Technical Health and Reliability (CSAT, Uptime and Serverity mitigation)- Development of Revenue generating Service Offerings (consistent double digit growth over last 3 years)- Leadership of Post Sale Service Bundles (transforming non recurring revenue.

Greater Seattle Area

• Lead a 200+ WW Organization of Technical Customer Success Managers and Technical Support Engineers, accountable for uptime, Critical Situation Management and Event Support, across 15 locations WW
• Implementation of scale and efficiency strategies to increase coverage and growth. Resulting on 50% reduction of reactive support cost per account.
• Development of preventive services and tools leading to reduction of 62% of customer critical situations and 80% of time need for identification of root causes

Greater Seattle Area

• Implementation of sales performance programs to help sales teams of over 400 individuals in 50 global markets, establishing sustainable growth and high customer retention rates
• Utilize a data driven approach to identify key standards of excellence, which are then modeled and adapted to the strategy of each sales team to help them focus and enhance their sales efforts
• Optimize teams to support their new strategy, minimizing churn of the organization during a transformation period

Greater Seattle Area

• Train partners to transform their sales strategy from a product focused offering to subscription-based offerings, by implementing Cloud and web services business sales, marketing and operations models
• Support partners customer success strategies by leveraging new platforms to drive efficiencies and increase customer satisfaction

Redmond, WA, Fort Lauderdale, FL, Costa Rica And Chile

• Successfully oversaw the team managing a portfolio of 6 global device manufacturers, generating over $2 Billion in revenue in both the consumer and commercial segments
• Led an effort to integrate sales efforts and portfolios of Global Device Partners across Microsoft’s various subsidiaries, which led to joint sales efforts and up to $60 Million of incremental revenue for each of the.
• Enabled field sales through and with Global Partners, Account Teams, Regional Marketing and Regional Channel Executives

Greater Seattle Area

• Redefined the sales strategy to focus on a subscription-based model (SaaS) for Office 365, rather than focusing on selling traditional Office products, which led to a teamwide sales portfolio of $9.6 Billion
• Established priorities, career development, and compensation models for the 200 sales managers on my team
• Successfully managed and led a sales team of 1600 salespeople, in addition to 200 managers, to service 80,000 global, corporate accounts
• Led the Role Excellence Profiles initiative, which helped to improve performance of large and distributed sales forces to accelerate people transformation
• Implemented a new onboarding program, which increased quota attainment over 35% and reduced time to productivity by 5 months

• Drove strategic integration of business, marketing and operational leadership across subsidiaries, leading to $200 Million of revenue contribution
• Oversaw the P&L, scorecard and strategy for the subsidiaries in Latin America
• Won an award for providing the top customer experience in Latin America for our efforts in helping our partners and customers transition more heavily to the cloud
• Aligned talent and resources to more effectively drive growth, compete to win market share and spark innovation

• Doubled the sales portfolio of the IoT OEM Division from $300 Million to $600 Million in 3 years, with long-term aspirations of turning the portfolio into $1 Billion business
• Responsible for business reviews and the operations of the whole division, which was awarded best OEM team 2 of the 3 full years leading the team
• Exceeded quotas of sales in Japan as part of the OEM team

• Responsible for revenue quota of $300 Million for enterprise products
• Managed a $40 Million marketing budget connected with the launch of Windows Vista
• Innovation in strategy led to delivery of over $15 Million in incremental revenue via competitive wins

Dec, The Marketing Management

Ingeniero Comercial, Business, Finance

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Certified Scrummaster® (Csm®), Agile Methodology